Entry Level IT Help Desk Support Analyst

INA Solution

Newark, NJ

Shift: Rotational (Morning, Evening, and Night)

• Morning: 6:45 AM – 3:15 PM
• Evening: 2:45 PM – 11:15 PM
• Night: 10:45 PM – 7:15 AM

Job Description

Responsible for providing Tier 1 support for applications and infrastructure. The role involves logging, categorizing, prioritizing, and resolving incidents and service requests in accordance with ITSM/ITIL best practices and SLAs.

Key Responsibilities

• First-level troubleshooting
• Ticket monitoring
• Vendor coordination
• Escalation to Tier 2 support
• Maintaining accurate documentation
• Ensuring timely resolution of issues affecting airport operations

Requirements & Tech Stack

• Experience in customer service, IT help desk, or service desk support
• Bachelor's degree
• Knowledge of ITSM/ITIL processes, incident management, and service request fulfillment
• Basic troubleshooting and ticketing system experience
• Strong communication, documentation, and vendor coordination skills
• Ability to work rotational shifts and support 24/7 airport operations
• Focus on SLA compliance, timely escalation, and customer satisfaction